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by jojo
24 Nov 2017, 15:05
Forum: Help
Topic: Apache error when responding to a ticket
Replies: 1
Views: 9

Re: Kein Antworten auf Ticket mehr möglich

wie hast Du denn die Migration und das Restore gemacht?


Wurde danach der Webserver neu gestartet die Caches gelöscht?
by jojo
24 Nov 2017, 11:07
Forum: General
Topic: Change of AdminEmail not working
Replies: 2
Views: 68

Re: Change of AdminEmail not working

AdminMail ist not the Mailaddress used for Queues. You have to add all mail addresses in the admin panel and assign the queue the correct address
by jojo
24 Nov 2017, 11:05
Forum: Hilfe
Topic: OTRS 6.0.1 Updateproblem
Replies: 2
Views: 34

Re: OTRS 6.0.1 Updateproblem

Es liegt an Eurem Setup, Latin1 wird seit einigen Versionen nicht unterstützt, sondern ausschliesslich utf8 (Das support assessement center gibt auch entsprechende Fehlermeldungen aus)
by jojo
23 Nov 2017, 19:36
Forum: Hilfe
Topic: OTRS 6.0.1 Notiz Entwurf
Replies: 2
Views: 63

Re: OTRS 6.0.1 Notiz Entwurf

Umlaute im Entwurfsnamen?
by jojo
23 Nov 2017, 19:34
Forum: General
Topic: PictureUpload not working in Agent portal
Replies: 2
Views: 248

Re: PictureUpload not working in Agent portal

as it works for me like a charm since years it is most likely an issue with your browser, additional packages, js blocker etc
by jojo
23 Nov 2017, 11:56
Forum: General
Topic: Is it possible to add a dynamic field for set of specific Queue
Replies: 5
Views: 375

Re: Is it possible to add a dynamic field for set of specific Queue

sameer615 wrote:its not possible in OTRS 5s free version ....???

is it ???


No, Development or commercial modules
by jojo
23 Nov 2017, 09:21
Forum: General
Topic: Is it possible to add a dynamic field for set of specific Queue
Replies: 5
Views: 375

Re: Is it possible to add a dynamic field for set of specific Queue

thats possible with the OTRS Business Solution™
by jojo
23 Nov 2017, 01:01
Forum: Hilfe
Topic: Frage zu Systemprotokollen - Shared Server
Replies: 1
Views: 50

Re: Frage zu Systemprotokollen - Shared Server

sehr kritisch und das hält auch keinem Audit Stand.

Vielleicht solltest Du mal über ein professionellen Betrieb nachdenken und nicht bei einem Wald und Wiesenhoster...
by jojo
22 Nov 2017, 20:41
Forum: Help
Topic: 6.0.1 Issue updating Packages
Replies: 2
Views: 71

Re: 6.0.1 Issue updating Packages

for the upgrade all you have to change the used repository in the sysconfig (best would be before migration).
by jojo
22 Nov 2017, 17:14
Forum: Help
Topic: [SOLVED] Restore not completely working
Replies: 4
Views: 61

Re: Restore not completely working

did you delete the caches
by jojo
22 Nov 2017, 15:23
Forum: General
Topic: populate to: field for email outbound template with ticket customer
Replies: 3
Views: 469

Re: populate to: field for email outbound template with ticket customer

thats also not possible without development
by jojo
22 Nov 2017, 15:15
Forum: General
Topic: populate to: field for email outbound template with ticket customer
Replies: 3
Views: 469

Re: populate to: field for email outbound template with ticket customer

Thats not possible, also email outbound is not intended to be used to reply to customers. Please use reply for such a usecase
by jojo
22 Nov 2017, 15:14
Forum: Help
Topic: [solved] FAQAccess.pm
Replies: 3
Views: 62

Re: FAQAccess.pm

Did you remove it via package manager. Did you remove the FAQ bases stats afterwards and restarted the webserver?
by jojo
22 Nov 2017, 13:55
Forum: Help
Topic: More than 40 seconds to reply to client after creating ticket
Replies: 17
Views: 243

Re: More than 40 seconds to reply to client after creating ticket

Using direct SMTP for sure is slow, especially with cloud based mail providers.

The best is to use a local MTA like postfix which handles the mailing to Office365 or switch to OTRS6 where Mail Handling is done by the Daemon
by jojo
21 Nov 2017, 14:45
Forum: OTRS & Forum News
Topic: OTRS6 announced
Replies: 1
Views: 86

OTRS6 announced

Today we proudly announced OTRS Version 6. (https://www.otrs.com/release-notes-otrs ... olution-6/)

Please note that also critical issue was fixed in OTRS 3.3., 4 and 5.

Today also bugfixing and security support for OTRS 3.3. ended.
by jojo
20 Nov 2017, 14:32
Forum: Allgemeines
Topic: Interesse an einem Rhein-Main-Stammtisch?
Replies: 2
Views: 121

Re: Interesse an einem Rhein-Main-Stammtisch?

Wenn ich Zeit hab, schaue ich gerne mal vorbei
by jojo
17 Nov 2017, 13:49
Forum: Hilfe
Topic: Multiple Choice als Checkbox
Replies: 5
Views: 406

Re: Multiple Choice als Checkbox

Das heisst das Du ein DynamicField Backend entwickeln musst
by jojo
16 Nov 2017, 17:50
Forum: Hilfe
Topic: Ausblenden der Eskalationswarnungen in der Queue-Ansicht
Replies: 3
Views: 182

Re: Ausblenden der Eskalationswarnungen in der Queue-Ansicht

Das Ding nennt sich Notifications Modul und ist eigentlich obsoloet seit dem es das Dashboard und den Eskalationsview gibt. Kannst Du in der Sysconfig abschalten
by jojo
16 Nov 2017, 15:11
Forum: Hilfe
Topic: Probleme bei Prozesstickets
Replies: 1
Views: 132

Re: Probleme bei Prozesstickets

Geht nicht
by jojo
14 Nov 2017, 22:06
Forum: OTRS Developers
Topic: Requester: choose your queue
Replies: 2
Views: 214

Re: Requester: choose your queue

There are some OTRS Business Solution™ modules for filtering the Invoker scripts based on events
by jojo
13 Nov 2017, 20:45
Forum: Help
Topic: [OTRS5] article draft
Replies: 5
Views: 275

Re: [OTRS5] article draft

root wrote:Hi,

Znuny offers a similar feature, contact me via pm if you like to get a test system.

- Roy



Which is more or less obsolete next week, when OTRS6 is released
by jojo
13 Nov 2017, 20:44
Forum: Allgemeines
Topic: Ticket Move Action - Log Entry
Replies: 1
Views: 77

Re: Ticket Move Action - Log Entry

Ich glaube nicht das dies im Log war. Die entsprechenden Infos findest Du in der Historie
by jojo
13 Nov 2017, 20:43
Forum: Help
Topic: HTML in Notifications
Replies: 1
Views: 151

Re: HTML in Notifications

Upgrade to the latest version of OTRS (actually 5.0.23) or next week to OTRS 6.0.1

Please also note that 3.3. is end of life and will not receive any updates (including security bugfixing) after 21nd of November
by jojo
13 Nov 2017, 09:41
Forum: Help
Topic: [OTRS5] article draft
Replies: 5
Views: 275

Re: [OTRS5] article draft

Thats a feature of the upcomming OTRS6
by jojo
08 Nov 2017, 14:14
Forum: Help
Topic: Can't insert FAQ Article into new ticket
Replies: 2
Views: 161

Re: Can't insert FAQ Article into new ticket

please open a bug
by jojo
08 Nov 2017, 08:38
Forum: General
Topic: Customer portal; display tickets based on queues
Replies: 1
Views: 3118

Re: Customer portal; display tickets based on queues

Thats not possible. Only Customers Tickets will be displayed
by jojo
07 Nov 2017, 13:10
Forum: Allgemeines
Topic: WebService als requester an MSSQL ReportServer
Replies: 4
Views: 102

Re: WebService als requester an MSSQL ReportServer

OTRS als requester setzt immer Entwicklung voraus, am besten bedient Dein SCCM den Webservice bei dem OTRS als Provider auftritt
by jojo
07 Nov 2017, 12:54
Forum: Help
Topic: Can't fetch emails from Exchange 2013
Replies: 7
Views: 275

Re: Can't fetch emails from Exchange 2013

Nothing stops without a change...
by jojo
04 Nov 2017, 15:39
Forum: Help
Topic: Can't fetch emails from Exchange 2013
Replies: 7
Views: 275

Re: Can't fetch emails from Exchange 2013

what was changed on OTRS and what was changed on Exchange side
by jojo
04 Nov 2017, 15:25
Forum: Hilfe
Topic: Disk Full, Postgres DB Table -> gi_debugger_entry_content = 35GB
Replies: 3
Views: 176

Re: Disk Full, Postgres DB Table -> gi_debugger_entry_content = 35GB

Du könntest die entsprechenden Webservices so einstellen das sie nur Fehler in das Debug Log schreiben.

Generell solltest Du auch immer das letzte Patchlevel installieren, Du hängst bereits 7 hinterher und hast damit mehrere offene Sicherheitslücken
by jojo
04 Nov 2017, 11:57
Forum: OTRS Developers
Topic: How to Download all Attachment
Replies: 6
Views: 250

Re: How to Download all Attachment

Do you use the OTRS Business Solution™ or OTRS free? By the way OTRS 3.x is outdated and does not receive any bugfixes and will also net get security fixes any more by end of the year
by jojo
03 Nov 2017, 13:38
Forum: Hilfe
Topic: OTRS 5s free: Tickets Zusammenfassen ohne das das neue Ticket geöffnet wird
Replies: 3
Views: 182

Re: Tickets Zusammenfassen ohne das das neue Ticket geöffnet wird

otrs version?
wie führst Du die Tickets zusammen?
by jojo
03 Nov 2017, 13:36
Forum: Hilfe
Topic: Neue Datenschutz Grundverordnung und OTRS
Replies: 3
Views: 157

Re: Neue Datenschutz Grundverordnung und OTRS

Hallo, das musst Du auch jetzt schon auf Anfrage können. Die Frage ist immer was sind persönliche bzw. Schützenswürdige Daten. Auch die Form also PDF oder Zugriff auf das System ist nicht näher definiert. Interessant wird es sicher im B2B Bereich, so ist üblicherweise die Mailadresse und die Telefon...
by jojo
03 Nov 2017, 10:55
Forum: OTRS Developers
Topic: How to Download all Attachment
Replies: 6
Views: 250

Re: How to Download all Attachment

yes, in the OTRS Business Solution
by jojo
02 Nov 2017, 15:04
Forum: Help
Topic: Send email to customer when close ticket
Replies: 1
Views: 135

Re: Send email to customer when close ticket

Best is to use the reply functionality to send the reply to the customer and set the next state to pending auto close or to a closed state (Thats how it is designerd, don't try to copy the badly implemted way of other ticket systems.)
by jojo
01 Nov 2017, 23:02
Forum: Help
Topic: System Email Addresses Management error
Replies: 4
Views: 2655

Re: System Email Addresses Management error

this does not seem to be an OTRS issue. OTRS uses (if not configured in OTRS) the nameserver configuration on the host.


So you should solve your linux operation issues or use a fully managed system
by jojo
01 Nov 2017, 13:53
Forum: Help
Topic: How to add more Info to the Customer Info Panel in Ticket Zoom
Replies: 5
Views: 225

Re: How to add more Info to the Customer Info Panel in Ticket Zoom

PhyrePhoX wrote:Oh, that looks easy. Thank you for your help!
Ticket can be closed... ;)


This is not an helpdesk, so no tickets which can be closed. If you expect or require support you have to buy professional services.
by jojo
01 Nov 2017, 13:12
Forum: Help
Topic: How to add more Info to the Customer Info Panel in Ticket Zoom
Replies: 5
Views: 225

Re: How to add more Info to the Customer Info Panel in Ticket Zoom

Have a look here: https://blog.otrs.com/2016/12/21/using- ... aw-emails/ you can use the XML as sample.

OTRS will parse all xml files in the folder
by jojo
01 Nov 2017, 10:43
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 521

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

well a lot of packkages which might not work all togehter. Also an unsecure version of OTRS (last one was 5.0.23) You should update to the latest version of OTRS, the last version of each package. If the error should persists, please remove the 3rd party packages step by step till you found the one ...
by jojo
01 Nov 2017, 10:41
Forum: Help
Topic: How to add more Info to the Customer Info Panel in Ticket Zoom
Replies: 5
Views: 225

Re: How to add more Info to the Customer Info Panel in Ticket Zoom

copy the needed part of one of the xml files into a new one and adjust it to your needs.
by jojo
01 Nov 2017, 10:19
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 521

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

OTRS version?
wich packages are installed?
any code cahnges?
by jojo
31 Oct 2017, 21:22
Forum: General
Topic: OTRS - BMC Remedy Integration
Replies: 5
Views: 5048

Re: OTRS - BMC Remedy Integration

check out blog.otrs.com for some webservice examples
by jojo
31 Oct 2017, 12:30
Forum: General
Topic: OTRS - BMC Remedy Integration
Replies: 5
Views: 5048

Re: OTRS - BMC Remedy Integration

This is possible with the OTRS Business Solution. Please contact the OTRS Group salesteam
by jojo
31 Oct 2017, 10:12
Forum: Help
Topic: Some new emails are not fetched by OTRS
Replies: 1
Views: 107

Re: Some new emails are not fetched by OTRS

Check the logs. OTRS does not skip emails without any information. Most likely they use the Same number format like your OTRS, so either you or your customer have to change or you have to rewrite the subject before it reaches OTRS

Please also Note that 3.3.5 is unsecure and outdated so please update.
by jojo
30 Oct 2017, 14:40
Forum: Help
Topic: Email Notification upon Ticket Priority Update
Replies: 2
Views: 151

Re: Email Notification upon Ticket Priority Update

possible with the ticket notifications
by jojo
27 Oct 2017, 22:26
Forum: Help
Topic: Add ticket notification fails
Replies: 10
Views: 396

Re: Add ticket notification fails

so it seems that somethig went wrong at the update. Please start again

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